So, you’re thinking about the overall customer experience you provide? Maybe you’re experiencing some of the pain that goes along with providing a poor customer experience, such as negative feedback or even a downturn in business.
On the other hand, maybe you’re someone who is proactively looking for ways to avoid that pain and ensure positive reviews are the resounding theme of your customers’ perception. Well, I’m here to tell you that using the right systems, processes, and technology to facilitate an excellent experience for your customers is the key to growth! Ensuring this is being done with max efficiency, while also continuing to provide that amazing customer experience is the key to scaling and profitability.
A good experience can yield one sale but a great one builds a relationship — a strategic partnership with your customers — and that is much more likely to also yield repeat business, brand loyalty, and referrals.
Often times when I work with a business on their customer experience, I see they’ve achieved the growth they’ve experienced up to that point very organically. They’re really good at what they do and manage to keep their arms around it for long enough to scale up a level or two. Eventually, their arms are too short and they can’t keep it all together anymore. If they want to continue to grow, this will mean hiring additional staff and/or outsourcing certain parts of the process. Handing off pieces of the process always raises the risk that the customer experience isn’t going to be maintained.
When customers begin having a negative experience, existing and potential customers begin to take notice. Frustrations travel by word of mouth, people leave bad reviews online using Google, social media, etc. — which results in the business’s reputation and revenue being impacted negatively. The people who run the business didn’t mean to let the experience slip. Just as the initial growth happened organically, so too did this regression. Like so many other things in life, it’s not enough that you didn’t mean to — you have to mean NOT to.
The good news is that whether you’re here to learn how to fix your problem or learn how to avoid experiencing it, these tips should be a great place to start forming your customer experience strategy.
I’ll also mention that if your product or service is simply missing the mark, world-class customer service that delivers the best customer experience in the universe isn’t going to be enough by itself. You’ll also need to fix your product or service to align with your brand promise and customer expectations. Conveniently enough, that feedback you’ll gather from your customers, which I mentioned in #6 above, will be very helpful in this work.
If customer loyalty fueled by a positive customer experience is what you desire, but this sounds like a lot of heavy lifting, or if you’d like to engage with an expert on how to improve your customer experience, I’d love to have a conversation. Click here to schedule a chat with me.
At Sauce, we help businesses organize, optimize, align, and transform the way they approach marketing, sales, and the customer experience. From strategizing the highest level plan to implementing improvements based on the most granular piece of impactful data, and everything in between — when your business needs some flavor, we’re bringing the Sauce!